What is Customer Experience?
“A satisfied customer is the best business strategy of all.” Michael Leboeuf
The only reason your business exists is to deliver products or services to your customers. Every time your customers use one of your products or services, they form an impression. If your customers have a good experience, they will be likely to stay. If your customers have a bad experience, they will be likely to go elsewhere. Customer experience is the sum of all the experiences a customer has with your business.
Whitepaper: Key Stages of a Successful Customer Experience Management Program
This whitepaper by The Customer Experience Coach highlights some of the Principles, Techniques & Methods for World-Class Customer Experience. It outlines the key stages for implementing a successful customer experience management program and how they can be used as part of a framework for understanding, measuring and continually improving an organisation’s customer interactions.
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Whitepaper: Executive's Guide - Creating Happy Customers
This whitepaper examines opportunities for organisations to create happy customers, significantly reducing the cost of customer acquisition, reducing customer churn and increasing customer profitability.
Outside-In: The Secret of the 21st Century Leading Companies
by Steve Towers - Buy it online - http://bit.ly/OITHESECRET
The rules of the game have changed. The Customer is center stage and everything will be aligned to achieving Successful Outcomes - Processes, People, Systems and Strategy.
Customer Expectation Management: Success Without Exception
by Terry Schurter and Steve Towers - http://bit.ly/13BFKt
Customer Expectation Management (CEM) is a business approach that identifies and shapes customer expectations, and once set by the company, those expectations are met without exception.
Customer Expectation Management Method (CEMMethodtm) Toolkits
The following CEMMethod(tm) toolkits are available for purchase:
- Moments of Truth
- Business Rules
- Successful Customer Outcomes
- Bridging the Gap (building the business-technology partnership)
- Innovation (going beyond the traditional mindset and moving to a new process-performance landscape)